U.S. patent application number 12/697174 was filed with the patent office on 2011-08-04 for methods and system for consumable order creation.
This patent application is currently assigned to XEROX CORPORATION. Invention is credited to Charles Robert Carlson, Brent Stuart Deuth, Christopher Dale Iburg, James D. Rise, James Parick VanWinkle, Shanti Villarreal.
Application Number | 20110191198 12/697174 |
Document ID | / |
Family ID | 44342450 |
Filed Date | 2011-08-04 |
United States Patent
Application |
20110191198 |
Kind Code |
A1 |
Rise; James D. ; et
al. |
August 4, 2011 |
METHODS AND SYSTEM FOR CONSUMABLE ORDER CREATION
Abstract
Systems and methods are presented for generating consumable
orders for document processing devices and for verifying approved
source consumable usage in document processing devices, in which a
customer computer receives electronic reports from the devices and
from these ascertains whether particular devices will need
replacement consumables and also whether non-program consumable
products are being used in particular devices. If a replacement
will be required, the customer computer presents a proposed order
to the customer via prompting content customizable by a reseller.
The customer can then accept, modify, or reject the proposed order,
and any accepted or modified order is forwarded to an account
manager system for automatic placement for consumable shipment from
a manufacturer or distributor. If the device has a non-program
consumable installed, the customer computer notifies the account
manager system and may warn the customer that continued usage may
void one or more warranty extensions or other program
incentive.
Inventors: |
Rise; James D.; (Lake
Oswego, OR) ; Deuth; Brent Stuart; (Tigard, OR)
; Iburg; Christopher Dale; (Government Camp, OR) ;
Carlson; Charles Robert; (Beaverton, OR) ; VanWinkle;
James Parick; (West Linn, OR) ; Villarreal;
Shanti; (Wilsonville, OR) |
Assignee: |
XEROX CORPORATION
Norwalk
CT
|
Family ID: |
44342450 |
Appl. No.: |
12/697174 |
Filed: |
January 29, 2010 |
Current U.S.
Class: |
705/26.1 |
Current CPC
Class: |
G06Q 30/0601
20130101 |
Class at
Publication: |
705/26.1 |
International
Class: |
G06Q 10/00 20060101
G06Q010/00 |
Claims
1. A system for generating consumable orders for document
processing devices, the system comprising: a tangible processing
element operatively coupled with a network to communicate with at
least one document processing device via the network, the device
being registered to a customer account managed by an account
manager system; a consumable monitoring component operable by the
processing element to receive electronic reports from at least one
document processing device via the network, the consumable
monitoring component operable by the processing element to
determine whether a particular document processing device needs or
will soon need a replacement consumable based at least partially on
the electronic reports; and an order generation component operable
by the processing element to selectively prompt a user to place a
proposed order for a replacement consumable if the consumable
monitoring component determines that the particular document
processing device needs or will soon need a replacement consumable,
the order generation component being operable by the processing
element in response to a user choice to proceed with an order, to
provide order information to an account manager system for placing
an order for a replacement consumable via the network.
2. The system of claim 1, where the order generation component is
operable by the processing element to render order prompting
content associated with a particular reseller when prompting the
user to place a proposed order for a replacement consumable.
3. The system of claim 2, where the order generation component is
operable by the processing element to allow the particular reseller
to provide or modify the order prompting content.
4. The system of claim 3, where the order generation component is
operable by the processing element to allow the user to modify the
proposed order.
5. The system of claim 2, where the order generation component is
operable by the processing element to allow the user to modify the
proposed order.
6. The system of claim 2, where the consumable monitoring component
is operable by the processing element to determine whether the
particular document processing device is using a consumable from a
source not associated with the customer account based at least
partially on the electronic reports from the particular document
processing device, and if so, to notify the account manager system
via the network that the particular document processing device is
using a consumable from a source not associated with the customer
account.
7. The system of claim 1, where the consumable monitoring component
is operable by the processing element to determine whether the
particular document processing device is using a consumable from a
source not associated with the customer account based at least
partially on the electronic reports from the particular document
processing device, and if so, to notify the account manager system
via the network that the particular document processing device is
using a consumable from a source not associated with the customer
account.
8. The system of claim 1, where the order generation component is
operable by the processing element to allow the user to modify the
proposed order.
9. A system for verifying approved source consumable usage in
document processing devices, the system comprising: a tangible
processing element operatively coupled with a network to
communicate with at least one document processing device via the
network, the device being registered to a customer account managed
by an account manager system; and a consumable monitoring component
operable by the processing element to receive electronic reports
from at least one document processing device via the network, the
consumable monitoring component operable by the processing element
to determine whether a particular document processing device is
using a consumable from a source not associated with the customer
account based at least partially on the electronic reports from the
particular document processing device, and if so, to notify the
account manager system via the network that the particular document
processing device is using a consumable from a source not
associated with the customer account.
10. The system of claim 9, where the consumable monitoring
component is operable by the processing element, if the particular
document processing device is using a consumable from a source not
associated with the customer account, to warn the user that
continued usage of the consumable from a source not associated with
the customer account may void eligibility for at least one program
incentive.
11. The system of claim 9, where the consumable monitoring
component is further operable by the processing element to receive
print consumption information from the electronic reports and to
update the account manager system with device print consumption
information.
12. A method for generating consumable orders for document
processing devices, the method comprising: communicating with at
least one document processing device via a network, the device
being registered to a customer account managed by an account
manager system; receiving electronic reports from the at least one
document processing device via a network; determining whether a
particular document processing device needs or will soon need a
replacement consumable based at least partially on the electronic
reports; using a customer computer, selectively prompting a user to
place a proposed order for a replacement consumable if the
particular document processing device needs or will soon need a
replacement consumable; in response to a user choice to proceed
with an order, using the customer computer, providing (1105) order
information to the account manager system via the network for
placing an order for a replacement consumable.
13. The method of claim 12, further comprising rendering order
prompting content associated with a particular reseller when
prompting the user to place a proposed order for a replacement
consumable.
14. The method of claim 13, further comprising allowing the
particular reseller to provide or modify the order prompting
content.
15. The method of claim 14, further comprising allowing the user to
modify the proposed order.
16. The method of claim 13, further comprising allowing the user to
modify the proposed order.
17. The method of claim 13, further comprising: determining whether
the particular document processing device is using a consumable
from a source not associated with the customer account based at
least partially on the electronic reports from the particular
document processing device; and if the particular document
processing device is using a consumable from a source not
associated with the customer account, using a customer computer,
selectively notifying the account manager system via the network
that the particular document processing device is using a
consumable from a source not associated with the customer
account.
18. The method of claim 17, further comprising, if the particular
document processing device is using a consumable from a source not
associated with the customer account, warning the user via a
customer computer that continued usage of the consumable from a
source not associated with the customer account may void
eligibility for at least one program incentive.
19. The method of claim 12, further comprising allowing the user to
modify the proposed order.
20. The method of claim 12, further comprising: determining whether
the particular document processing device is using a consumable
from a source not associated with the customer account based at
least partially on the electronic reports from the particular
document processing device; and if the particular document
processing device is using a consumable from a source not
associated with the customer account, using a customer computer,
selectively notifying the account manager system via the network
that the particular document processing device is using a
consumable from a source not associated with the customer
account.
21. The method of claim 20, further comprising, if the particular
document processing device is using a consumable from a source not
associated with the customer account, warning the user via a
customer computer that continued usage of the consumable from a
source not associated with the customer account may void
eligibility for at least one program incentive.
22. A method for verifying approved source consumable usage in
document processing devices, the method comprising: communicating
with at least one document processing device via a network, the
device being registered to a customer account managed by an account
manager system; receiving electronic reports from the at least one
document processing device via a network; determining whether the
particular document processing device is using a consumable from a
source not associated with the customer account based at least
partially on the electronic reports from the particular document
processing device; and if the particular document processing device
is using a consumable from a source not associated with the
customer account, using a customer computer, selectively notifying
the account manager system via the network that the particular
document processing device is using a consumable from a source not
associated with the customer account.
23. The method of claim 22, further comprising, if the particular
document processing device is using a consumable from a source not
associated with the customer account, warning the user via a
customer computer that continued usage of the consumable from a
source not associated with the customer account may void
eligibility for at least one program incentive.
24. The method of claim 22, further comprising: receiving print
consumption information from the electronic reports; updating the
account manager system with device print consumption information.
Description
BACKGROUND
[0001] The present disclosure is generally related to operation and
management of document processing devices such as printers,
scanners, copiers, combination scanner-printer-copier machines, and
the like in accordance with customer accounts.
[0002] The disclosures of the following U.S. Patents and Patent
Applications are hereby incorporated by reference in their
entireties: U.S. patent application Ser. No. 12/364,224, entitled
"METHOD AND SYSTEM FOR TRANSMITTING PROOF OF PAYMENT FOR
"PAY-AS-YOU-GO" MULTI-FUNCTION DEVICES", and filed Feb. 2, 2009;
U.S. patent application Ser. No. 12/424,820, entitled "METHOD AND
SYSTEM FOR PROVIDING CONTRACT-FREE `PAY-AS-YOU-GO` OPTIONS FOR
UTILIZATION OF MULTI-FUNCTION DEVICES", and filed Apr. 16, 2009;
U.S. patent application Ser. No. 12/424,858, entitled "SYSTEM AND
METHOD FOR SELECTIVELY CONTROLLING THE USE OF FUNCTIONALITY IN ONE
OR MORE MULTIFUNCTION DEVICES AND SUBSIDIZING THEIR USE THROUGH
ADVERTISEMENTS", and filed Apr. 16, 2009; U.S. Pat. No. 6,940,613,
entitled "SYSTEM FOR MANAGING REPLACEABLE MODULES IN A DIGITAL
PRINTING APPARATUS", and issued Sep. 6, 2005; U.S. Pat. No.
6,076,076, entitled "PREPAID PRINT CARD SYSTEM AND METHOD", and
issued Jun. 13, 2000; U.S. Pat. No. 5,563,999, entitled "FORMS
AUTOMATION SYSTEM", and issued Oct. 8, 1996; U.S. Patent
Application Publication No. 2007/0094148, entitled "METHOD OF
LICENSING FUNCTIONALITY AFTER INITIAL TRANSACTION", and published
Apr. 26, 2007; U.S. Patent Application Publication No.
2004/0125397, entitled "LICENSING METHOD FOR USE WITH AN IMAGING
DEVICE", and published Jul. 1, 2004; and U.S. Patent Application
Publication No. 2004/0153415, entitled "METHOD OF LICENSING
FUNCTIONALITY AFTER INITIAL TRANSACTION", and published Aug. 5,
2004.
[0003] Document processing devices are often employed in networked
systems in business and academic sites providing users the option
of sending a given print job to one of several devices for
processing. Organizations employing multiple document processing
devices desire options for financing and tracking printer
utilization, and may prefer to pay for print services and related
devices and materials based on usage rather than paying up front
for equipment and consumable accessories. Moreover, manufacturers
and resellers of document processing devices desire the ability to
provide such account options to end-users. The conventional office
equipment use model has been for the end customer to acquire
document processing devices along with associated consumables,
either on a paid-up or leased model. A leased model may include
provisions that allow the customer to be billed on a periodic basis
for use of the equipment and consumable supplies, with the charges
including lease payments for the equipment as well as charges for
use of consumables. In order to maintain printers and other
document processing devices operational when needed, businesses,
universities, and other organizations must monitor consumable
product levels in the devices and ensure that replacement
consumables are available when or before installed consumables are
depleted, in order to avoid service outages and the expense of rush
shipments of replacement products. Conversely, storing replacement
consumables at a customer site is costly. Thus, there is a needed
for techniques and systems to facilitate timely and cost-effective
ordering and management of consumable products for document
processing devices associated with a customer account. In addition,
certain device purchase and/or lease programs advantageously offer
customers warranty extensions or other incentives for use of
so-called program consumables obtained through the supplier or
reseller and/or for usage in excess of predetermined threshold
amounts, and it is desirable to provide systems and methods by
which compliance can be verified for such programs.
BRIEF DESCRIPTION
[0004] Systems and methods are presented for creating consumable
orders for document processing devices and for verifying usage of
consumables from approved sources in document processing devices.
An agent program executing on a customer computer receives
electronic reports from devices registered to a customer account
and determines whether particular devices will need replacement
consumables and also whether non-program consumable products are
being used in particular devices based in whole or in part on the
received reports. If a replacement will be required, the agent on
the customer computer presents a prospective order to the customer
using prompting content customized to a particular reseller with
which the customer is familiar. The customer may accept, modify, or
reject the proposed order, and the customer computer agent
automatically forwards accepted orders to an account manager system
for automatic placement, after which the necessary consumable
product is shipped to the customer. Moreover, if the customer
computer agent determines if the device has a non-program
consumable installed, the account manager system is notified and
may warn the customer that continued usage may void one or more
warranty extensions or other program incentives.
[0005] In accordance with one or more aspects of the present
disclosure, a system is provided for generating consumable orders
for document processing devices. The system includes a processing
element, such as a customer computer coupled with a network, which
communicates with one or more document processing devices
registered to a managed customer account. The processing element
operates a consumable monitoring component which receives
electronic reports from one or more devices via the network, and
determines whether a particular document processing device needs or
will soon need a replacement consumable based at least in part on
the electronic reports. The system further includes an order
generation component operable by the processing element to
selectively prompt the user to place a proposed order for a
replacement consumable if a particular device needs or soon will
need a replacement consumable. If the user agrees, the order
generation component provides order information to an account
manager system for placing an order for a replacement consumable
via the network. In certain embodiments, the order generation
component renders order prompting content associated with a
particular reseller (e.g., one or more reseller identifiers
rendered to the user) when prompting the user to place a proposed
replacement consumable order, which presentation content may be
modified or provided by the reseller with which the customer
regularly interacts, and the user may selectively modify the
proposed order before accepting.
[0006] In this manner, the system timely informs the customer of
the need for upcoming consumable orders and the necessary ordering
details are presented for easy acceptance, without involving sales
personnel and avoiding extra cost associated with expedited
shipment, while maintaining the customer interface with the
reseller, and without requiring the user to stock replacement
consumable products or regularly monitor consumable supply levels
in devices associated with an account. In certain embodiments,
moreover, the consumable monitoring component determines whether
the device is using a non-program consumable based at least in part
on the electronic reports, and if so, notifies the account manager
system via the network that the particular document processing
device is using a consumable from a source not associated with the
customer account. The consumable monitoring component in certain
embodiment also receives print consumption information from the
electronic reports and updates the account manager system with
device print consumption information for assessing compliance by
the customer with minimum usage amounts related to incentive
program eligibility.
[0007] Further aspects of the disclosure involve methods for
creating consumable product orders for document processing devices,
including communicating with one or more document processing
devices via a network, where the devices are registered to a
customer account managed by an account manager system. The methods
further include receiving electronic reports from devices via a
network and from the reports whether a particular document
processing device needs or will soon need a replacement consumable.
The methods also include selectively prompting a user to place a
proposed order for a replacement consumable using a customer
computer, and responsive to an affirmative user choice providing
order information to the account manager system via the network
using the customer computer. Certain embodiments of the methods
include rendering order prompting content identifying a particular
reseller when prompting the user for a proposed order, allowing the
user to modify the proposed order, and/or allowing the particular
reseller to provide or modify the order prompting content.
[0008] In certain embodiments of the method also include
determining whether the particular document processing device is
using a consumable from a source not associated with the customer
account based in whole or in part on the electronic reports, and if
so, selectively notifying the account manager system via the
network using a customer computer that the particular document
processing device is using a non-program consumable. Certain
implementations, moreover, may also include warning the user via a
customer computer that continued usage of the non-program
consumable may void eligibility for at least one program
incentive.
[0009] In other aspects of the disclosure, a system is provided for
verifying usage of consumables from approved sources in devices
registered to a customer account. The system includes a customer
computer or other processing element operatively coupled with a
network to communicate with at least one document processing
device. A consumable monitoring component is provided which is
operable by the processing element to receive electronic reports
from at least one document processing device via the network. The
consumable monitoring component determines whether a particular
document processing device is using a consumable from a
non-approved source based at least in part on the reports, and if
so, notifies the account manager system that the device is using a
consumable from a source not associated with the customer account.
In certain embodiments, the monitoring component warns the user
that continued usage of the consumable from a source not associated
with the customer account may void eligibility for one or more
program incentives. The monitoring component in certain embodiment
receives print consumption information from the reports and updates
the account manager system with device print consumption
information.
[0010] In accordance with further aspects of the disclosure, a
method is provided for verifying approved source consumable usage
in document processing devices. The method includes communicating
with, and receiving electronic reports from, one or more document
processing devices via a network, and determining whether a
particular device is using a consumable from a source not
associated with the customer account based is whole or in part on
the electronic reports from the device, and if so, using a customer
computer to selectively notify the account manager system via the
network of the usage in the particular device of a non-program
consumable. Certain embodiments of the method also include warning
the user via the customer computer that continued usage of the
consumable from a source not associated with the customer account
may void eligibility for at least one program incentive. In certain
embodiments, the method also includes receiving print consumption
information from the electronic reports and updating the account
manager system with device print consumption information.
BRIEF DESCRIPTION OF THE DRAWINGS
[0011] The present subject matter may take form in various
components and arrangements of components, and in various steps and
arrangements of steps. The drawings are only for purposes of
illustrating preferred embodiments and are not to be construed as
limiting the subject matter.
[0012] FIG. 1 is a system diagram illustrating an exemplary
commercial environment with an account manager and various
resellers and customer sites networked in which one or more aspects
of the present disclosure may be implemented;
[0013] FIG. 2 is a system diagram illustrating further details of
an exemplary customer networked computing environment with a
plurality of user computers with printer device management agents,
and with a plurality of printer, scanner, copier, and
multi-function type document processing devices that may be managed
according to various techniques of the present disclosure;
[0014] FIG. 3 is a schematic diagram illustrating exemplary account
information stored in the account manager system of FIG. 1;
[0015] FIG. 4 is a schematic diagram illustrating further details
of an exemplary document processing device registered to an account
managed by the account manager system of FIG. 1;
[0016] FIG. 5 is a schematic diagram illustrating another
embodiment of the account information stored in the account manager
system of FIG. 1;
[0017] FIG. 6 is a schematic diagram illustrating another
embodiment of the document processing device;
[0018] FIG. 7 is a flow diagram illustrating exemplary operation of
a customer document processing device;
[0019] FIG. 8 is a flow diagram illustrating an exemplary process
for buying and applying credits to one or more document processing
devices;
[0020] FIG. 9 is a flow diagram illustrating an exemplary process
for updating account information in the account manager system of
FIG. 1;
[0021] FIG. 10 is a flow diagram illustrating an exemplary process
for converting previously applied print units to account credits
and for transferring print units from one document processing
device to another in a customer account;
[0022] FIG. 11 is a flow diagram illustrating an exemplary process
for a user to perform printing operations on a public device
registered to a vendor account using credits from the user's
account via the account management system and techniques of the
disclosure;
[0023] FIG. 12 is a flow diagram illustrating an exemplary process
in which the account manager system automatically adds account
credits and applies device print units for a returned and/or
installed consumable product;
[0024] FIG. 13 is a flow diagram illustrating an exemplary process
in which a document processing device reads the identity from an
installed consumable and notifies the account manager system which
establishes a device/consumable association used to initiate one or
more automatic refund actions;
[0025] FIG. 14 is a flow diagram illustrating another exemplary
process in which a document processing device writes a device
identity into a customer replacement unit monitoring (CRUM) memory
of an installed consumable for later use in initiating automatic
refund actions when the consumable is returned;
[0026] FIG. 15 is a flow diagram illustrating another exemplary
process in which the account manager system initiates shipment of
replacement consumables based on monitored consumable levels and
performs automatic refund actions based on shipment and/or return
of replaced consumables;
[0027] FIG. 16 is a flow diagram illustrating another exemplary
process in which the account manager initiates automatic consumable
replacement actions based on inferred association of returned
consumable with a document processing device identified based on
total print units used information;
[0028] FIG. 17 is a flow diagram illustrating an exemplary method
for validating consumable usage in a document processing device
registered to an account managed by the account manager system of
FIG. 1;
[0029] FIG. 18 is a schematic diagram illustrating further details
of an exemplary customer agent providing a system in a customer
computer to create consumable orders and/or to verify usage of
consumables from approved sources in document processing device
registered to an account managed by the account manager system of
FIG. 1;
[0030] FIG. 19 is a flow diagram illustrating an exemplary method
for generating consumable orders for document processing devices;
and
[0031] FIG. 20 is a flow diagram illustrating an exemplary method
for verifying approved source consumable usage in document
processing devices.
DETAILED DESCRIPTION
[0032] Referring now to the drawings, FIG. 1 shows a networked
commercial environment 2 with one or more networks 10
interconnecting a server 100 with one or more resellers 200 and
customers 300, where access to an account manager system 104
implemented in the server 100 is accomplished via a portal 102. The
server 100 can include a single computer processor or multiple
processing elements, and the server 100 may be implemented as a
single integrated processor-based structure including memory or may
be implemented in distributed fashion including multiple
structures, some of which are processor-equipped. The account
manager system 104 can be any suitable combination of
processor-based hardware, logic, processor-executed software,
firmware, or combinations thereof, and may be implemented in a
unitary platform (e.g., server 100) or in distributed fashion
across multiple processor-equipped devices. In the embodiments, the
reseller(s) 200 and customer(s) 300 include reseller and customer
networks, respectively, with computers at the reseller(s) 300 and
customer(s) 300 being equipped with agent software programs (e.g.,
customer agents 360 in FIG. 1) operative to allow authorized,
secure, encrypted communication between authorized
reseller/customer personnel and the account manager system 104
through access via the portal 102. Moreover, the customer agents
360 provide for operation and management tasks between customer
document processing devices 320 registered to a customer account
and the account management system 104 via the portal 102, and also
allow customer to use the agent 360 to communicate with one or more
processing devices 320 coupled to a customer network 302. The
customer network 302 may include any form of electronic
communication network(s) by which the devices 320 can communicate
directly or indirectly with the customer computers 330 and/or with
the account manager system 104, including without limitation
dedicated networks, internet connections, and may include
connection of one or more devices 320 with the account manager
system 104 via telephony networks (wired and/or wireless or
combinations thereof). Thus, the network connection of the devices
320 includes situations in which a primary network connection is
inoperative ("network down" condition) with recovery or alternative
communications means (e.g., telephone line connection to the
devices 320) being provided as an alternative for communication
between the devices 320 and the account manager system 104 for
validation or other steps.
[0033] Referring also to FIG. 2, an exemplary distributed customer
computing environment is illustrated, including two exemplary
logical device groups 310a and 310b, each including one or more
computing devices 330, some of which are equipped with agent
components 360. In the illustrated environment, the computers 330
are selectively authorized to print or initiate other document
processing operations via the devices 320 or predefined subsets of
the devices 320, for example, by appropriate password entry &
verification via the customer's network 302 and associated network
elements and/or by access/usage control features implemented in the
devices 320 themselves. The individual groups 310 also include one
or more document processing devices 320. The illustrated customer
computers 330 and device 320 are operatively coupled via a customer
network 302 which may be any suitable form of communications
network or interoperative networks. In addition, one or more print
servers 50 are coupled with the network 302, where certain portions
of the network 302 may be interconnected by cabling or one or more
portions may be wireless, and where one or more exemplary computers
330d and 330e are illustrated in FIG. 2 with operative
communicative coupling to the network 302 being implemented using a
wireless network transceiver interface component 340. Any number of
user computers may be operatively coupled to the network 302,
including without limitation desktop computers 330a and 330b,
laptop computers 330d and 330e, and any number of document
processing devices 320 may be coupled with the network 302.
Different forms of document processing devices 320 are networked
together in this example to provide the user computers 330 with a
broad range of document processing options available for a given
print job or other task. One or more of the devices 320, moreover,
are registered to one or more customer accounts and are operable
via the network 302 or by users actuating on-board controls (e.g.,
buttons, keypads, etc.) for copying and scanning operations and
other tasks. The document processing devices 320 may include one or
more managed consumables 322 (FIG. 1 and FIG. 4 below) such as
non-print media items or materials consumed by the device during
document processing operations, including without limitation toner,
ink, a replaceable fuser module/component, replaceable imaging
units, waste toner bins, transfer belt, or the like.
[0034] The exemplary document processing devices 320 shown in FIG.
2 include relatively low throughput externally fed color as well as
black and white desktop printers 320a and 320b, respectively,
intermediate speed drawer fed color and black and white printers
320c-320e, high volume color as well as black and white
printer/scanner/copier (i.e., multi-function) devices 320f-320h, a
desktop combination printer/scanner/copier 320i and a combination
printer and facsimile machine 320j. Document processing devices 320
may include any device operable to perform one or more document
processing functions, including without limitation printers,
scanners, copiers, combination scanner-printer-copier machines, and
the like. In FIGS. 1 and 2, the customer network 302 and the
external network 10 can be arranged in any suitable configuration
for example star, ring, bus, tree, mesh, etc. or combinations
thereof, and may be a wired network, a wireless network, or
combinations thereof, wherein the illustrated customer network 302
of FIG. 2 provides one or more wireless nodes 340 for connectivity
for portable laptop computers 330d and 330e through various WiFi or
other wireless means.
[0035] The devices 320, moreover, are configured to allow normal
customer/user initiated operation based on available print units
applied to the device 320 in accordance with a customer account
administered via the account manager system 104, and may optionally
be authorized by the account particulars to perform at some low
level of functionality even when the applied print units are
depleted as discussed further below. By this device functionality,
all or at least certain aspects of the actual or expected cost of
document processing operation of a given device can be attributed
to the customer based on usage, including the initial device cost,
cost of consumables 322, costs for servicing (e.g., repairing,
troubleshooting, etc.), costs for access to customer support, and
other associated costs, rather than being paid up front by the
customer.
[0036] Referring now to FIGS. 1 and 3, usage of the devices 320 is
managed via these prepaid accounts by the system 104 using various
account information 110 stored in a data store operatively coupled
with the server 100, where the data store can be external or
internal to the server 100 or combinations of internal and external
storage. The account information 110 is stored for a plurality of
accounts, for example, a first account for management of prepaid
devices 320 of the first device group 310a in FIG. 2 and a second
account for devices 320 of the second group 310b, and account
information is also stored for multiple different customers,
including those customers or `vendors` that register so-called
`public` devices 320 as discussed further below in connection with
FIG. 11.
[0037] As best shown in FIG. 3, the account information 110 for
individual accounts includes general account information 111a
(e.g., account owner name, address, billing information, authorized
users, etc.), a credits used value 111b, for instance, indicating
the number of credits that have been previously applied to devices
320 to date from account inception, or in a given predefined period
(e.g., year-to-date, etc.), and an available credits value 111c
indicating an amount of account credit units currently available to
the account for which the corresponding customer has previously
paid and which can be applied to one or more devices 320 by
customer-initiated request. The available credits information 111c
in certain embodiments includes two or more values indicating
credits available for different departments or organizational
entities within a given customer enterprise. The account
information 110 in this embodiment also includes credit transfer
information 111d and reduced functionality permission information
111e (described further below in connection with FIG. 3).
[0038] The account information 110 for a given account also
includes current pricing information 112 including at least one
conversion factor for converting account credits available to the
account to print units for specific document processing devices 320
registered to the account. The current pricing information 112 for
individual accounts in this embodiment includes device type pricing
information 112a including at least one price factor 112a1 for each
specific document processing device type for converting account
credits to print units, and at least one print unit price modifier
112a2 for each of a plurality of different specific document
processing device types for increasing the print unit price if a
given customer account provides for including one or more
additional cost factors for consumables, service, and support in
the print unit price. The pricing information 112 also provides
customer specific pricing information 112b including discount
information 112b1 and modifier flags 112b2 indicating applicability
of one or more of the print unit price modifiers 112a2 for the
given customer account.
[0039] In some embodiments, different discount information 112b1
can be provisioned in the account information 110 for specified
document processing devices 320 obtained by a given customer from
different resellers 200 and/or for specified document processing
devices 320 obtained in different locations or regions, thereby
providing reseller flexibility in offering discount incentives to
select customers on a global or locality basis. Program provisions
can be associated with specific account numbers prior to a reseller
offering the accounts for sale to end-customers 300, for example,
where the account particulars include account pricing (conversion
rates for converting credits into print units), print unit
valuation equivalent to typical print images based on coverage,
color content, etc., inclusions of service, supplies and media,
various incentives, etc. The pre-established account particulars
can be associated with a device 320 upon account initiation prior
to delivery to the customer 300. In addition, promotional
incentives like time frame duration and/or number of printed images
can be managed in concert with product usage information associated
with and tracked by a customer account, for instance, by tracking
use debits and credit balance payments and various particulars of
image content.
[0040] Account credits are a global currency, which may, but need
not, be tied to one or more official government monetary currency
value (e.g., N credits per U.S. dollar, etc.) thereby allowing
customers to purchase credits for their account(s) using any form
of legal payment (e.g., payment obtained and verified
electronically via financial institutions, credit organizations,
etc.) or direct monetary payments, whether in Dollars, Euros, Yen,
etc., with the account manager system 104 being operative to obtain
current exchange rate information and make any necessary
conversions from a given legal currency payment amount to an
account credit amount. Print units, on the other hand, are valued
for a given device type and possibly other factors, in terms of
units per account credit on a transactional basis at the time of a
user request to apply account credits to a particular document
processing device, with the valuation being in terms of document
processing operations, for instance, one print unit per monochrome
page printed by a device 320, 5 print units per printed color page,
where a processed `page` as used herein is a single side of a
printed media sheet (or a single page of a multi-page document or
print job being scanned or operated on by a device 320), such that
a device 320 consumes one print unit for printing monochrome
images, text, etc., on a single side of an output sheet, consumes 5
print units for printing color images, text, etc. on a single side
of a printable medium, and consumes 2 print units to print
monochrome images, text, etc. on both sides of a printable media
sheet in one example. The application of credits to devices 320,
moreover, may be done with respect to integer and/or fractional
credits and print units. For example, the customer may specify a
given amount of account credits (in whole credits or fractions
thereof) to be `applied` to a device 320, and the account manager
system may present the customer with the number of converted print
units for that device 320, and the device may be adapted to accept
fractional print unit amounts or the account management system may
perform rounding to provide only integer print unit amounts, with
any fractional values being retained as fractional credits in the
customer account.
[0041] As illustrated in FIG. 3, the account information 110 also
includes registered device information 114 with device subaccount
information 115 for a plurality of device subaccounts individually
associated with a particular document processing device 320
registered by the customer to the account. The device subaccount
information 115 for individual device subaccounts includes a device
serial number 115a to identify devices 320 registered to the
account, a device mode indicator 115b (e.g., including a value
indicating toner out, a value indicating whether or not the
corresponding device 320 is managed by the system 104, etc.), a
remaining print unit value 115c indicating the amount of print
units previously applied by the customer to the particular document
processing device 320 and currently available to enable the
particular document processing device 320 to perform document
processing operations, at least one current page price ratio (CPPR)
value 115d indicating the number of applied available print units
the particular document processing device 320 will consume to print
a color page, a total applied print units value (TAPU) 115e, and a
total print unit used (TPUU) value 115f indicating the total number
of print units used by the corresponding document processing device
320. In addition, the device subaccount information 115 includes
registered consumable(s) information 115g including consumable
information 116 for one or more consumable individual components
322 operatively associated with the particular document processing
device 320 with a consumable serial number or other identifier 117,
and a remaining print units value 118 in one example.
[0042] In operation, a customer can request an estimate of
remaining pages for a specific device 320 registered to the
customer's account via an agent 360 and the portal 102, and the
account manager system 104 in one embodiment will provide the
remaining print units count value 118 in response. In certain
implementations, the customer can use the agent to directly obtain
this count value from the device itself via the agent 360 and the
customer network 302 (e.g., the device 320 will report the current
remaining print units value 323e from its internal data in memory
323 as shown in FIG. 4). In certain embodiments, the account
manager system 104 may provide the customer with an estimate of the
number of remaining mono and color pages printable, for example, by
analyzing historical print data (color vs. mono printing) for the
particular device 320 and use this in conjunction with the CPPR
value 115d to estimate the number of mono and color pages for the
customer. The account information 110 can thus accommodate multiple
accounts for multiple customers 300, each associated with multiple
document processing devices 320 of an unlimited number of different
device types, where the devices can have one or more identified
consumables 322 for management by the account manager system.
[0043] Referring also to FIGS. 4 and 7, an exemplary document
processing device 320 is shown in FIG. 4 with a processor-equipped
controller 321 and a memory 323, where the device 320 is programmed
or provided with suitable processor-executed software, firmware,
logic, etc. to controllably provide document processing functions
such as printing, faxing, scanning, or combinations thereof and to
implement the print unit consumption features of a device
registered to an account managed by the account manager system 104.
In the illustrated example, a communications interface 326 provides
for interfacing the device 320 with the customer network for
communicative exchange of data, information, print jobs, etc. with
other networked devices, computers, etc., including user computers
330 and agents 360 thereof, and with the account manager system 104
via the portal 102. The device 320 in certain embodiments includes
a user interface 329 operative to receive inputs from and provide
outputs to, a user associated with the customer 300. In addition,
the device 320 includes one or more document processing components
or systems, such as one or more print engines 325, a scanner 328,
media supply 324, and consumable(s) 322, and other such devices
(e.g., scanners, sheet feeders, etc., not shown). The memory 323 in
this example stores program code and processor-executable
instructions for implementing the device functionality, as well as
local data to support this operation, including the current device
mode information 323a (e.g., corresponding to the mode information
115b in the account information 110 in FIG. 3), one or more current
page price ratio value(s) (CPPR) 323b (corresponding to the CPPR
value(s) 115d), a TAPU value 323d (corresponding to TAPU value
115e), a TPUU value 323d (corresponding to TPUU 115f), consumable
information 323f obtained from processing elements of the
consumable(s) 322 via the controller 321 (corresponding to
consumable information 116 in FIG. 3), and a device identification
(ID) information 323g, such as a device serial number, type, etc.,
where the customer agent 360 operates when possible to obtain
information from the device 320 (while device 320 is connected to
the network 302), and updates the account information of the
account manager system 104 accordingly.
[0044] FIG. 7 illustrates exemplary operation of the document
processing device 320 in a process 400, in which the device 320 is
initialized or registered at 402 to one or more customer accounts
by the customer 300 or by a reseller 200, and one or more print
units are applied to the device 320 by the customer via a customer
agent 360. The example of FIG. 7 is illustrated and described in
the context of a printing operation, but similar operation is
provided for any other form or type of customer/user-requested
document processing operation by a device 320. At 404, the device
320 receives a print job from the customer network 302
(alternatively print job may be part of a copy operation initiated
at the device 320 itself, or a print job could be provided by a
computer 330 connected to the device 320 even if the device 320 is
currently not connected to the network 302). At 405, in one
embodiment, the device 320 optionally selects an appropriate
current page price ratio (CPPR) from a stack 119 (FIG. 6 below) of
page price ratio (PPR) values 119a according to the current value
of the total print units used (TPUU) 323d and according to a
threshold value TPUU.sub.TH 119b in the stack 119. At 406, the
device 320 in one embodiment determines the cost for performing the
job in terms of print units according to the coverage and color
content on a page-by-page basis using CPPR value(s) 323b (FIG. 4),
and a determination is made at 408 as to whether the remaining
print units (value 323e in FIG. 4) is less than a threshold. In
other implementations, the device 320 may determine the job cost
based on color content for the entire job (i.e., page cost
determined to be `color` for each page if at least one page of the
job uses color).
[0045] As shown in FIG. 3, the device subaccount information 115
for individual device subaccounts in certain embodiments may
include a plurality of different current page price ratios 115d
indicating the ratio of the number of applied available print units
particular document processing device 320 will consume to print a
color page vs. that of a monochrome page, which correspond to
different page coverage levels for color pages of documents to be
processed. Moreover, the device 320 likewise maintains a
corresponding plurality of CPPR values 323b as shown in FIG. 4. In
this manner, the account manager system 104 authorizes a specific
document processing device 320 to determine page coverage levels
for a given color page of a given print job and to consume a
corresponding number of available print units to print the given
color page according to the corresponding current page price ratio
115d chosen based on the coverage. The CPPR selection for coverage
differences can be done in some embodiments on a page-by-page
basis. In other embodiments, the device 320 may be configured to
determine an average coverage level for all or a subset of the
pages of a given jobs and select the corresponding CPPR 115d for
the entire job. Moreover, the account manager system 104 may
provide the devices 320 with multiple pairs of page price ratio
(PPR) values 119a and corresponding threshold values (TPUU.sub.TH)
119b with each pair corresponding to a different page coverage
value, as shown in FIGS. 5 and 6. In certain embodiments, CPPR may
be applied based on printing over a time period, such as days or
weeks, or be based on attainment of cumulative totals for a number
of pages or jobs.
[0046] Returning to FIG. 7, if the required number of print units
is available (NO at 408), the print job is processed by the device
320 at 410, and the process 400 returns to await the next document
processing task/job at 404. If, however, the remaining number of
print units is below the threshold (YES at 412), the device 320
reports the remaining print units (value 323e in FIG. 4) to the
user (e.g., via an on-board display and/or via a print driver
employed in submission of the print job), and reports the remaining
print unit value 323e to an agent 360 via the customer network 302
if currently connected thereto. At 414, the print job is processed
by the device 320 (if possible using remaining print units), and
the value 323e is decremented according to the cost of the
processed job. Otherwise, a determination is then made at 416 as to
whether any print units are left in the device 320 (e.g., whether
the value 232e has reached zero). If the device is depleted (YES at
416), the device 320 notifies the agent 360, which then notifies
the account manager system 104 of the empty status of the device
320, and the account manager system 104 may optionally allow the
device 320 to perform at a predetermined reduced level of
functionality at 418 (e.g., only print monochrome, only print small
jobs, only perform faxing and scanning, etc.) according to the
reduced functionality information 111e (FIG. 3). At any point,
moreover, authorized customer personnel may apply additional print
units to the device at 420 via an agent component 360 and the
account manager system 104, after which the unit returns to normal
operation. In this manner, the operations of the devices 320 are
controlled by the selective application of print units, without
which the device 320 will not print (other than the optional
account provisions for reduced functionality operation with
account-specified restrictions).
[0047] FIG. 8 illustrates an exemplary process 500 by which the
account management component 106 of the manager system 104 (FIG. 1)
adds credits to an account at 510 and applies print units to a
device 320 at 520 upon corresponding request(s) from a customer of
a specified account via an authorized agent 360 and the portal 102.
In the illustrated process 500, the customer and/or agent 360 are
notified at 502 that a particular device 320 has no remaining print
units (or that the print unit level is below a threshold value, as
discussed in FIG. 7 above). At 504, the customer employs the agent
360 to access the device 320 through the customer network 302, and
obtains the remaining print unit count (e.g., value 323e in FIG. 4)
from the device 320. At 508, the customer agent 360 accesses the
account manager system 104 via the network 10 and the portal 102,
updates the corresponding customer account with the remaining print
count value (e.g., value 115c in FIG. 3 above), and obtains the
corresponding account information 110 for informing the customer of
the current account status, such as currently available credits
that can be applied to the empty device, current pricing
information, etc.
[0048] At 510, the account manager system 104, upon customer credit
purchase or `buy` request via the agent 360 and portal 102,
selectively adds credits to the specified account at a current rate
and add a number corresponding to a paid amount of new credits to
the available credits value 111 c for the specified account if and
when the payment for such by the customer is verified. In this
example, the agent 360 requests the addition at 512 via the portal
102, and arranges payment, such as via an electronic third party
payment mechanism, not shown. At 514, when the account manager
system 104 is able to verify the customer payment, it adds
available credits to the corresponding customer account, and thus
increments the value 111c in the account information 110.
[0049] At 520, the account management component 106, upon a request
from the customer via the authorized agent 360 and the portal 102,
applies print units to a specified document processing device 320
associated with the specified account by converting a number of
credits currently available to the specified account into a number
of print units according to the specified document processing
device 320 and the current pricing information 112 for the
specified account at the time of the request. In this example, the
customer requests application of print units at 522 to the device
using available account credits. At 524, the account manager system
104 converts account credits to print units using the current
pricing information 112, and updates the total applied print units
(TAPU) value 115e in the corresponding device subaccount
information 115. In one embodiment, account manager system 104
updates a stack 119 (FIG. 5 below) at 525 with a new pair of page
price ratio (PPR) and threshold values TPUU.sub.TH 119a and 119b,
respectively, by setting the new TPUU.sub.TH to the pervious TAPU
value (i.e., the total applied print units (TAPU) value before the
current application of further print units). The account manager
system 104 sends a message at 526 to the device to add the applied
print units (via the agent 360). The device 320 then updates its
internal remaining print unit count value 323e and its total
applied print units (TAPU) values at 528. In this regard, it is
noted that the valuation of the print unit cost is done at the time
of application of print units to devices 320, and not when credits
are initially bought by the account holder, whereby the system 104
is operative to track sales transactions at the appropriate time
when the customer actually purchases the value of the prospective
document processing services, which may include consumable,
service, support, and other cost factors.
[0050] It is further noted that the interaction of the account
management component 106 of the system 104, the agent components
360 on the customer computers 330, and the devices 320 can be
implemented using multiple messages for requests, confirmations,
authorizations, data exchanges, value updates, and other tasks, and
the messages can be created and transmitted via any suitable
network protocols, etc., and where the messaging is preferably
controlled by appropriate authorization, password permission
control, encryption, and other techniques to prevent uncontrolled
print unit creation without authorization by the account manager
system 104, and to guard against unauthorized access to the account
information 110. In an alternative implementation, the concept of
print unit deficiency notice may be supplemented or supplanted by
an arrangement to use a low or out print unit threshold to trigger
an automatic purchase of additional print units.
[0051] Referring also to FIGS. 5 and 6, the account manager system
104 and the devices 320 in certain embodiments implement an
adaptive form of page price ratio adjustment to accommodate changes
in the relative cost of printing color versus monochrome pages for
a given device 320. For example, a ratio of three (3) may apply for
a given document processing device 320 (e.g., according to the
device type, the customer account parameters negotiated with the
reseller 200, customer region, etc.) at an initial period of time,
and this ratio may thereafter change to two (2). The change in the
page price ratio may be a negotiated customer-specific arrangement,
such as a discount for color printing in a given year or other time
period after a certain threshold number of print units are used by
that device (e.g., TPUU value 323d in the device memory 323, value
115f in the corresponding device subaccount information 115). In
another example, the ratio may change to reflect changes in
consumable costs, such as a decrease in color toner cost, with
savings passed on to the customer. In order to accommodate such
potential changes while minimizing large potential swings in the
costs experienced by the customer, the account manager system 104
correlates the ratio with applied print units at the time these are
applied to a given device 320, and the device 320 will use the
ratio correlated with specific print units as these are expended in
performing document processing operations. Thus, for a given device
having a large number of print units remaining unused when a page
price ratio change occurs, the new ratio will not be applied to the
previously applied print units.
[0052] To implement this approach, the account manager system 104
and the devices 320 maintain corresponding information stacks 119,
where the device subaccount information 115 for a given device 320
in the account manager system 104 includes a stack 119 as shown in
FIG. 5, and the device memory 323 also stores a corresponding stack
119 as shown in FIG. 6. As described above and shown at 525 in FIG.
8, each time new print units are applied to a given device 320, the
account manager system 104 constructs and sends a message to the
device 320 (via the portal 102 and corresponding customer agent
360), including a new stack entry having a page price ratio (PPR)
119a that is set to the present value of the CPPR 115d at the time
the print units are applied. The account manager system 104 also
sets a threshold TPUU.sub.TH 119b in the stack to the previous
total applied print units (TAPU) value 115e of the device
subaccount information 115. The system 104 then increases the TAPU
value 115e to reflect the application of new print units for that
device 320 and sends one or more messages to the device 320 to
provide the stack entry pair PPR 119a and TPUU.sub.TH 119b to the
device 320 and to authorize the increase in the device's remaining
pint units value 323e for the application operation. The device
320, in turn, updates its stack 119 with the new entry pair PPR
119a and TPUU.sub.TH 119b and increases its remaining print units
value 323e in the memory 323.
[0053] During printing or other document processing in this
embodiment, (as discussed above and shown at 405 in FIG. 7) the
device 320 compares the present value of the total print units used
(TPUU) 323d to the threshold entries 119b in the stack 119 and sets
its current page price ratio (CPPR) value 323b to the PPR 119a
corresponding to the highest threshold TPUU.sub.TH 119b that is
less than or equal to the present TPUU value 323d in the memory
323. In this manner, the device 320 consumes print units using the
page price ratio applicable at the time the expended print units
were applied to the device 320, and only uses the next subsequent
PPR when the TPUU reaches or exceeds the corresponding threshold
TPUU.sub.TH 119b.
[0054] Referring also to FIG. 9, the account management component
106 is further operative to update the account information 110 of a
customer account via a process 600. In one embodiment, the updating
is periodic, such as daily or hourly, although aperiodic updates
are possible, such as through customer initiation at any time, and
the updates could be initiated based on other criteria, for
example, number of prints, credit balance, etc. In practice, the
customer agent component 360 can poll devices 320 connected at a
given time to the customer network 302 (although the devices 320
need not be connected to the network 302 to perform document
processing operations), and to obtain the device account
information, and then forward the gathered data, in whole or in
part, to the account manager system 104 via the portal 102. At 602
in FIG. 9, an update is initiated by a predefined periodic update
time being reached or by initiation from a customer via an agent
360. At 604, the agent 360 obtains current remaining print unit
count value information from devices 320 registered to an account,
and the agent 360 updates the system 104 with the values and other
data via the portal 102 at 606. The account manager system 104 thus
receives updated remaining print unit value(s) 115c for one or more
document processing device(s) 320 from a customer via the
authorized agent 360 and the portal 102, and updates the registered
device information 114 of the account information 110 for the
specified account for the document processing device 320.
[0055] Referring also to FIG. 10, a process 700 is illustrated for
converting previously applied print units to account credits and
for transferring print units from one document processing device
320 to another in a customer account. In one implementation, the
account management component 106 directly converts print units from
a first device 320 to print units for the second device 320 using
the current pricing information associated with those two devices
320, generally as a single transaction from the customer's
perspective, with the first device's print unit count 323e, 115c
value being reduced and the second device's value 323e, 115c being
increased accordingly without modifying the account credit value
111c. Alternatively, a first transaction is used to transfer print
units from the first device and convert these into account credits,
and then a second transaction converts account credits and applies
print units to the second device, where this form of implementation
is illustrated in the embodiment of FIG. 10. At 702, the customer
employs an agent 360 to access a first device 320 via the customer
network 302 and obtains the remaining print unit count from this
device at 704. At 706, the customer uses the agent 360 to transfer
print units from the first device 320 to a second device 320
registered to the account. At 708, the agent 360 accesses the
account manager system 104 via the portal 102 to initiate the print
unit transfer. Any number of devices may be involved in print unit
or account credit transfers, as example, from one device split for
transfer at some desired ratio to two other devices or credits
taken from two devices and applied to a third or to the general
account so credits may be later allocated to one or more devices as
desired.
[0056] At 712, the account manager system 104 converts a number of
print units previously applied to the specified first device 320
into a number of account credits available to the specified account
according to the specified document processing device 320 and the
current pricing information 112 for the specified account at the
time of the requested transfer, updating the corresponding
available account credits and authorizing the agent 360 to reduce
the first device's remaining print unit value 323e (an also
updating the print unit value 115c in the stored account
information 110). At 714, the account manager system 104 applies
print units to the specified second device 320 according to the
customer request by converting converted account credits into a
number of print units for the second device according to the
current pricing information (112) for the specified account at the
time of the request, and the corresponding values and account data
110 are updated, with the agent 360 being authorized to apply the
print units to the second device. At 716, the agent 360 updates the
first and second devices 320, and the devices 320 update their
internal count values at 718.
[0057] Referring also to FIG. 11, an exemplary process 800 is shown
for a user to perform printing operations on a public device 320
registered to a vendor account using credits from the user's
account via the account management system 104. This process is
implemented via the account manager system 104, with the account
management component 106 allowing a user at 802 to establish a user
account and to add credits to the user account (e.g., 510 in FIG. 8
above) via a user-authorized agent 360 and a portal 102. At 804, a
vendor is allowed to register a particular document processing
device 320 to a vendor account as a public device 320 via a
vendor-authorized agent 360 and the portal 102. The user at 806
connects to the vendor public device 320 via a vendor network. In
one situation, the vendor is a print/copy service with a wireless
network in their lobby, and with one or more printers, copiers, fax
machines, or other document processing devices 320 designated for
public use (by registered users) and registered to the vendor's
account. A user, such as a business traveler, having a registered
user account with the manager system 104 enters the vendor site
with a laptop computer, and accesses the vendor's wireless network
and discovers one or more printers available to print a job for the
user. At 808, the user submits a print job to a selected vendor
printer device 320 (a public device), and an agent component 360 on
the laptop computer connects to the account manager system 104 via
a portal 102 to request usage of the vendor's public device
320.
[0058] The account manager system 104 receives the request at 810,
and applies available print units at 812 to the public device 320
(associated with the vendor's account) via a vendor-authorized
agent 360 operatively coupled with the public device 320, and the
manager system 104 converts a number of credits currently available
to the user account into a number of print units according to the
public device 320 and the current pricing information 112 for the
vendor account at the time of the request. The vendor device 320
then prints the user's job at 814, and the account manager system
debits the user's account credits at 816 according to the number of
print units used by the vendor public device 320, based on the
pricing information established in the vendor's account.
[0059] The disclosed methods and account manager systems thus
facilitate accounting, provisioning, and controlled usage of a
variety of different devices 320 associated with an account,
allowing pricing for printing, scanning, faxing, support etc. to be
tailored according to the type of service or product model, as well
as selective inclusion of costs for consumables 322, service, and
support according to specific accounts established for different
customers, and for different locations or regions, and any other
account-specific factors arranged by a manufacturer implementing
the account management system 104 and/or by a reseller 200. The
architecture, moreover, allows pricing changes to be made easily by
simply updating the account credit-to-print unit conversion
information (pricing information 112) at the management system data
store. The system 104 also facilitates transfers of prepaid print
units from one device to another as well as from a device 320 back
to a customer account, thereby enhancing a customer's ability to
manage printing devices and users. The customer is also able to
selectively include various print unit pricing options, including
service, consumables, and/or support, which can vary with the
device age and the amount of usage within a given time period,
thereby providing better adaptability for valued customers. The
plan terms and provisions, moreover, are easily altered by changes
to the stored account information 110 by agreement with specific
customers. The system also allows consumables, such as toner
cartridges, to be transferred from one device 320 to another, with
the receiving unit reading the consumable identifier (e.g., serial
number) and updating the management system account information
accordingly. Moreover, the systems and methods disclosed above
allow a specific device 320 to operate at predetermined reduced
functionality levels if the device print units become depleted, for
instance, where the printer is disconnected from the network 302,
thereby allowing the customer to maintain operation until more
print units can be applied via the account manager system 104.
[0060] Referring also to FIGS. 12-16, certain embodiments of the
account manager system 104 advantageously provide automated or
semiautomatic refunds for customers who return spent consumable
products 322 used in or with the document processing devices 320,
including without limitation toner, toner or ink cartridges, ink,
replaceable fuser modules/components, replaceable imaging units,
waste toner bins, transfer belt, or other non-print media items or
materials consumed by the device 320 during document processing
operations. In conventional return/refund programs, the customer is
asked to return empty toner cartridges or other spent consumable
items to the manufacturer or reseller 200, and upon receipt
thereof, the customer is sent a refund payment or is provided with
a coupon usable to purchase further products from the
manufacturer/reseller. In practice, however, customers have not
consistently complied with such programs. In order for
manufacturers or resellers to successfully implement a recycling
provision of a consumable product lease arrangement, fuller
customer participation is facilitated by the account manager system
104. In this regard, the account manager system 104 is configured
in certain embodiments to initiate refunds by automatic addition of
credits to the customer account, and in certain cases, to also
perform direct application of print units to the specific document
processing device 320 from which a returned consumable product 322
came. Thus, while manufacturers and resellers 200 cannot
realistically force customers to return consumables 322 designated
as part of a recycling provision of a product lease or consumable
purchase program, the automated refund aspects of the account
manager system 104 can provide an effective incentive for customer
compliance beyond that possible in conventional programs. The
system 104 thus facilitates materials reclaim and socially
responsible expended item disposal or recycling for consumables 322
provided as part of the prepaid program as well as for externally
sourced consumables.
[0061] One exemplary process 900 is shown in FIG. 12, in which the
account manager system 104 automatically adds account credits and
if possible, applies device print units as a credit or refund
incentive for a returned and/or newly installed consumable product
322. At 910, the account manager system 104 verifies that a
replacement consumable 322 has been installed into, or that a
replaced consumable 322 has been returned from, a document
processing device 320 registered to a customer account. The account
manager system may verify the association of an installed/returned
consumable 322 with a particular customer account by any suitable
means or techniques, and various techniques may be used to
potentially associate a returned consumable 322 with a particular
document processing device 320, several of which are illustrated
and described in greater detail in connection with FIGS. 13-16.
[0062] If the identity of the source device 320 (device ID) is
known (YES at 912), the account manager system 104 is programmed to
automatically add account credits to the associated customer
account at 920 (e.g., increasing the available credits value 111c
in the account information 110 for that customer account in FIG.
3), and to automatically apply print units at 930 to the identified
document processing device 320 (an apply operation similar to that
described at 524-528 in FIG. 8 above, without requiring customer
action). In certain embodiments, the return refund can be performed
as a single operation to apply a full or partial refund amount
directly as applied print units without first adding account
credits.
[0063] In the example shown in FIG. 12, the account manager system
104 converts account credits (e.g., those added at 920) to print
units at 932 using the current pricing information 112 (FIG. 3),
and updates the total applied print units (TAPU) value 115e in the
corresponding device subaccount information 115. In one embodiment,
account manager system 104 updates the stack 119 at 933 with a new
pair of page price ratio (PPR) and threshold values TPUU.sub.TH
119a and 119b, respectively, (FIG. 5) by setting the new
TPUU.sub.TH to the pervious TAPU value (i.e., the total applied
print units (TAPU) value before the current application of further
print units). At 934, the account manager system 104 sends a
message to the device 320 to add the applied print units (via the
agent 360). At 936, the device 320 updates its internal remaining
print unit count value 323e (FIG. 4) and its total applied print
units (TAPU). As in the user-requested print unit application
described above, the valuation of the print unit cost is done at
the time of application of print units to the device 320, and the
system 104 tracks the refund transaction. In certain embodiment,
moreover, the account manager system 104 sends an email at 937 to
notify the customer of the application of print units to the
particular document processing device 320.
[0064] In situations where the customer identity is known, but the
source device 320 is unknown (NO at 912), the account manager
system 104 can be configured to either add account credits and
notify the customer or to notify the customer and provide a means
for the customer to initiate addition of account credits for the
refund amount. In one example (940 and 942 in FIG. 12), the account
manager system 104 automatically adds the refund amount of account
credits to the associated customer account at 940 by increasing the
available credits value 111c in the account information 110 (FIG.
3), and may send an email to the customer at 942 with a
notification that credits have been added. In this regard, the
emails sent to the customer at 937 and 942 preferably include an
indication of the type of consumable 322 that was returned and the
amount of credits applied (as well as the identity of the device
320 to which print units were added at 937) in order to provide
timely information that will encourage/reinforce the customer's
actions in returning used consumable products 322 to the
manufacturer/reseller.
[0065] In another example (946 and 948 in FIG. 12), if the customer
identity is known but the specific source device 320 is unknown (NO
at 912), the account manager system 104 sends an email to the
customer indicating that the returned consumable 322 has been
received (and/or a new consumable 322 has been installed), and
providing a promotion code for a given amount of account credits.
The email may provide a website link or instructions for the
customer to access the account manager system 104 (e.g., via an
agent 360 on a customer computer 330 and the portal 102 in FIGS. 1
and 2 above), and the customer then uses the agent 360 at 948 to
initiate addition by the account manager system 104 of the refund
amount of account credits by entering the promotion code. As noted
in the process 900 of FIG. 2, the account manager system 104 may be
configured to initiate one or more automatic or semi-automatic
consumable refund actions, such as adding account credits, applying
print units, etc., at various times, including without limitation
when a replacement consumable 322 is installed into a device 320,
when the consumable 322 is received at a return center, or both.
For example, in one implementation, a partial refund may be
provided when the product 322 is initially installed, and the
remainder of the refund may be provided when the spent consumable
322 is returned.
[0066] Referring also to FIG. 13, the consumable product 322 in
some instances may include onboard electronics with readable and/or
writable memory, such as a customer replaceable unit monitoring
(CRUM) memory 322c (FIG. 4), to facilitate determination by the
account manager system 104 of an association between a specific
device 320 and a returned/installed consumable 322. FIG. 13 shows a
process 950 in which a customer installs a consumable product 322
into a document processing device 320 at 951. At 952, the device
320 reads a consumable identity (e.g., serial number or other
identifying information) from the CRUM memory 322c of the installed
consumable product 322 (e.g., upon initial consumable installation
or anytime thereafter). Alternatively, such information can be
entered into the device 320 by the customer via a device user
interface or via agent application 360 on a customer computer 330
(FIG. 1 above). The device 320 may store the consumable identity
(ID) in its internal memory at 952 as consumable information 323f
(FIG. 4). At 953, the device 320 forwards the consumable ID to the
account manager system 104 for storage in the account information
110 (via an agent 360 and the portal 102), and the account manager
104 stores the consumable ID 117 in the corresponding device
subaccount information (FIG. 3) at 954. At this point, the account
manager system 104 has an established association between a
specific document processing device 320 and a specific consumable
product 322 via the account information 110. At some point in time,
the customer returns the consumable 322 at 955 to the manufacturer
or a reseller 200. At the return center, the consumable identity is
read at 956, and the return center (e.g., the manufacturer or
reseller 200 or other return site having network access to the
account manager system 104) updates the account manager system 104
with the identity of the received consumable product 322. At 957,
the account manager 104 uses the received consumable ID to index
the account information to ascertain the identity of the associated
device 320 and initiates one or more automatic refund actions as
outlined above (e.g., adding account credits and possible applying
print units).
[0067] Referring to the process 960 in FIG. 14, in another
implementation, the consumable product 322 includes a writable
memory and the device 320 into which the consumable is installed at
961 writes its identity (the device's identity) into the consumable
memory (CRUM) at 962 for use in initiating automatic refund actions
when the consumable is returned or at installation or both. In one
implementation of this scenario, when the account manager system
104 determines that a consumable level is low for a given device
320 (e.g., through monitoring of the TPUU values 115f in FIG. 3), a
replacement consumable product 322 is shipped to the customer, for
example, along with a return envelope for the used consumable for
return shipment. Once the consumable 322 is returned to a recycling
center at 963, the CRUM data can be scanned and the serial number
(identity) of the received consumable product 322 is sent to the
account manager system 104 at 964. At 965, the account manager
system 104 initiates one or more automatic refund actions based on
the identified source device 320 and the known consumable
identity.
[0068] Referring now to FIG. 15, the account manager system 104 may
employ the account information 110 (FIG. 3) in a process 970 for
initiating refund actions for consumable products 322 that do not
include onboard electronic memories. In this regard, serial numbers
or other identity information can be tracked by the system 104
along with other customer registration information so that the
automatic or semiautomatic refund credit process may be applied to
recycle items that have a serial number but do not include a CRUM
or other means of positive correlation to the document processing
device 320 that the consumable 322 was associated with. Serial
number information of such recycled consumables 322 can be linked
in the system 104 to the device 320 for which they were initially
sent to be used such that when a customer returns the consumable
322, credit is provided to the corresponding customer account.
[0069] At 971 in FIG. 15, the account manager system 104 monitors
one or more consumable levels (e.g., toner level(s)) for one or
more devices 320 registered to an account, such as through reports
forwarded from the monitored devices 320 and corresponding updates
to the account information 110. For example, the devices 320 report
updates to the TPUU (total print units used) value that are stored
as values 115f in the device subaccount information 115 for the
devices 320 (FIG. 3). The account manager system 104 can track
these values, in conjunction with knowledge or estimation of the
TPUU value at which a particular consumable 322 was installed in
the device 320 and known capacity values of the consumable 322
(e.g., number of print units possible per consumable product 322),
and determine when a particular document processing device 320
needs or will soon need a replacement consumable 322. At 972, the
account manager system 104 automatically initiates shipment of
replacement consumables 322 based on monitored consumable levels to
the customer for a particular device 320 (with or without
corresponding email or other notice of shipment). The replacement
consumable 322 is shipped in certain embodiments along with a
return label, carton, and/or promotion code identifying the
consumable/device association. At the time of the shipment, in one
embodiment, the account manager system 104 automatically performs
one or more automatic refund actions at 973 for all or a portion of
the refund value, which can be addition of account credits and
possibly automatic application of print units as discussed above.
At some point, the customer returns the replaced consumable product
322 at 974. When the consumable 322 is received at a return center
at 975, the identity of the source device 320 is read from the
return label, carton and/or from the promotion code, and the
account manager system 104 is updated (e.g., via the portal 102)
with the device identity information. At 976, the account manager
system 104 uses the customer account and source device identity
information to initiate one or more automatic refund actions.
[0070] FIG. 16 illustrates another exemplary process 980 in which
the account manager initiates automatic consumable replacement
actions based on inferred association of returned consumable 322
with a document processing device 320 identified based on total
print units used TPUU information 115f of the account information
110 (FIG. 3). At 981 in FIG. 16, the customer returns a consumable
product 322, and the return center updates the account manager
system 104 at 982 with the returned consumable type and customer
information from the corresponding shipping information. Knowing
the customer identity, the account manager system 104 infers the
identity of the source document processing device 320 at 983 from
which the consumable 322 was returned based at least partially on
tracking of the TPUU information 115f (FIG. 3) for one or more
devices 320 registered to the customer's account. For example, if
it is known that the returned consumable device has a print unit
capacity of X print units, the account manager system 104 can
ascertain from the account information 110 the registered device
subaccount(s) 115 for which the TPUU has changed by X units since
shipment of a previous replacement consumable of the same type to
infer the source device identity. Using this inference, the account
manager system initiates one or more automatic refund actions,
including adding credits to the corresponding customer account, and
optionally sending a notification email to the customer and/or
applying print units to the presumed source device 320.
[0071] The automatic or semi-automatic provision of account credits
and/or print unit application for returned consumables 322
advantageously encourages customer participation in consumable
return/recycling programs since customers readily see the benefit
for return compliance in their account credit and/or print unit
balance, particularly when the account manager system 104 provides
a timely email notification. Moreover, these techniques provide
lower administration costs for the manufacturer/reseller 200
compared with conventional monetary compensation or coupon programs
for returned consumable products, since a customer account already
exists that can simply be credited by an amount determined by
contractual return/refund provisions and/or as modified by special
enhanced refund offers (e.g., limited-time, customer-specific,
region-specific, or other special offers, etc.). From the
customer's perspective, participation is encouraged by lower
operation costs associated with the office equipment and the
customer can track their recycle participation by device 320 and/or
department 310.
[0072] Turning now to FIG. 17, the account manager system 104 and
the document processing devices 320 provide control and tracking of
consumable usage via a transaction or validation code generated by
the document processing devices 320 in response to installation of
new or replenishment consumables 322, which is then provided to the
account manager system 104 for validation. FIG. 17 illustrates an
exemplary process 1000 for device operation and consumable usage
management in which a customer 300 installs a new or replacement
consumable 322 into a registered device 320 at 1002. At 1004, the
device 320 disables and/or restricts one or more document
processing functions, and obtains consumable ID information from
either the consumable 322 and/or from the customer 300 at 1006. In
one example, when the consumable 322 is installed into the device
320, the device 320 reads the ID information 322id from a CRUM
memory 322c of the consumable 322 (FIG. 4 above). Any functional or
operational impact of the restriction/disablement at 1004 may not
be noticed by the user in a normal consumable replacement process
when an approval is issued prior to the customer resuming use,
particularly for consumables 322 having internal CRUM memory
devices 322c from which the consumable ID information 322id is
obtained for automatic generation of the transaction code by the
device 320. The consumable ID information 322id in certain
embodiments includes one or more of a consumable identity, a
consumable type, a geographical indicator which indicates a
geographical region from which the consumable 322 was purchased,
and/or a program participation indicator indicating whether the
consumable 322 was obtained under a prepaid account. The consumable
ID information 322id in one example could include a serial number
providing a globally unique identification of that particular
consumable product 322, which may be supplemented with a code that
represents the market the consumable 322 was intended to be used
in. In this regard, a valid geographic indicator in certain
embodiments is indicative of the location of the imaging device 322
for which the consumable product 322 is destined when shipped, and
may but need not always represent the geographic location of
purchase, for instance, where the consumable 322 was automatically
shipped to a customer 300 based on anticipated depletion of a
consumable supply for a particular device 320. Moreover, there may
be multiple prepaid account indicators for different types of
accounts, in which embodiments the applicable indicator for the
registered account will be considered in the validation
process.
[0073] In another example, the consumable 322 may not include a
CRUM memory 322C, and the device 320 prompts the customer/user
(e.g., via the user interface 329 in FIG. 4 above) to enter one or
more pieces of consumable identification information into the
device 320, and/or the customer 300 may enter such consumable ID
information into the device 320 via an agent 360 operating on a
customer computer 330a (FIG. 4 above). For example, the customer
may obtain consumable ID information from packaging and/or shipping
invoices received with the consumable item 322, which is then used
by the device 320 at 1008.
[0074] The device 320 generates a transaction code at 1008 based at
least partially on the consumable ID information 322id associated
with the installed consumable 322, and also on the device ID
information 323g (FIG. 4 above). In this regard, since the device
320 is registered to the customer account, the account manager
system 104 also includes device serial number information 115a
(FIG. 3 above), and the device 320 itself either stores device ID
information 323g in its internal memory 323 as shown in FIG. 4,
and/or the device 320 may prompt the customer/user via the user
interface 329 to enter the device ID information 323g, for example,
from a nameplate or label on the device 320 itself. With the
consumable ID information and the device ID information, the device
320 generates the transaction code at 1008 using any suitable
algorithm or technique by which a code can be constructed to
uniquely identify a pairing of a particular installed consumable
product 322 with a particular document processing device 320. At
1010 the device 320 sends the transaction code to the account
manager system 104 and awaits approval or rejection of the
transaction code.
[0075] In certain embodiments, the device 320 automatically sends
the transaction code to the account manager system 104 via
established network connections (e.g., networks 302, 10, portal 102
in FIG. 1), and the in certain situations, for instance where one
or more network connections are inoperative, the transaction code
validation process can be securely accomplished with manual steps.
For example, the device 230 may render the generated transaction
code (e.g., as a code string displayed on the device user interface
320 in FIG. 4 above, which may be rendered via menu selection,
with/without password/authorization entry protection). In this
case, the customer/user obtains the transaction code from the
interface 329 and provides the transaction code by any suitable
means to the account manager system 104 for validation (e.g.,
verbally by telephone to an operator at the account manager site or
via another acceptable method). The account manager system 104 then
verifies the transaction code (accept/reject) and provides a
validation code string for verbal or other conveyance to the
customer/user who inputs the validation string into the document
processing device 320 manually via the user interface 329. The
device 320 determines from the entered string whether or not the
transaction code was accepted. Thus, even absent a communication
link allowing automatic handshake on the validation process, the
transaction code generated by the device 320 can be conveyed by any
acceptable means to the account manager system 104 and the
validation determination is provided to the device 320
manually.
[0076] At 1020, the device 320 awaits an approved/rejected response
from the account manager system 104. If the transaction code is
approved, the process 1000 proceeds to 1030 where the device 320
enables all or a subset of document processing functionality
according to the approval received from the account manager system
104. Thus, one or more of the previously disabled document
processing functions are re-enabled at 1030 once the account
manager system 104 has indicated to the device 320 that the
consumable 322 is accepted for use in the device 320. In other
situations, only a subset of the previously disabled document
processing operation functionality may be re-enabled at 1030, for
example, where the account manager system 104 separately prompts
the customer to verify the origin of the consumable device 322,
and/or determines that the consumable 322 was obtained from a
legitimate source, even though the consumable 322 was not obtained
through the prepaid program account.
[0077] If the transaction code is rejected at 1020, the process
1000 proceeds to 1040 where the device 320 remains fully or
partially disabled pending subsequent transaction code approval
code from the account manager system 104 and/or pending
installation of a different consumable 322 into the device 320. In
such a case, a determination is made at 1042 as to whether a
subsequent approved response is received from the account manager
system 104, in which case (YES at 1042) the process 1000 proceeds
to 1030 as described above, with the device 320 enabling all or a
subset of document processing functionality that was previously
disabled according to the account manager system approval.
Otherwise (NO at 1042), a determination is made at 1044 as to
whether a new consumable 322 has been installed in the device 320,
and if so (YES at 1044), the process 1000 returns to 1006 as
described above for generation of another transaction code and
submission thereof to the account manager system 104 for
validation.
[0078] In certain embodiments, the above described functionality of
the document processing device 320 is implemented in whole or in
part using the microprocessor 321 or other controller or
programmable processing element of the device 320. The controller
321, moreover, may be configured or otherwise programmed to
indicate receipt of a rejected transaction code to the user via the
user interface 329 (FIG. 4). This might prompt the customer to
separately contact the account manager system 104 (e.g. via a
customer computer 330a and an agent 360 as shown in FIG. 4) for
follow-up regarding the nature of the invalidity determination
and/or for other remedial actions in order to resume document
processing functionality.
[0079] In general, the process 1000 provides an automated or
semi-automatic mechanism by which consumable usage may be tracked
and monitored with the devices 320 communicating transaction codes
to the account manager system 104 via the communications interface
326 (FIG. 4), the customer network 302, the portal 102, and the
server 100. In some embodiments, the consumable ID information
322id further includes a program participation indicator indicating
whether the consumable 322 was obtained under a prepaid account.
Since the memory 323 in the device 320 includes a remaining print
value 323e indicating the number of print units currently available
to enable document processing device operations, the processing
element 321 continues as described above to determine a job cost
print unit value for performing a given document processing
operation for document processing jobs (e.g. at 406 in FIG. 7
above) and generally operates to selectively decrement the
remaining print value 323e according to determined job cost print
unit values as document processing jobs are preformed.
[0080] In certain embodiments, the programmable processing element
321 of the document processing device 320 is configured if the
consumable ID information 322id does not indicate that the
consumable 322 was obtained under the prepaid account, to refrain
in whole or in part from decrementing the remaining print unit
value 323e in association with at least one document processing
operation for a given document processing job. In this manner, the
device 320 accommodates situations in which the customer may be
operating the device 320 in a mixed mode with a portion of toner
consumable 322 provided through the account program, with other
toner consumable(s) 322 being obtained outside the program. The
device 320 accommodates such a mixed mode by stopping the print
unit decrementing, and/or by decrementing print units at a slower
rate for usage of a particular toner cartridge consumable 322 that
was identified as not being obtained through the account program.
In this regard, the device 320 may operate to track how much black,
cyan, yellow, and/or magenta toner consumable 322 is used for a
given document processing job (for example as determined as part of
the job cost estimate by the device 320), and the device 320
decrements allocated print units at a rate that corresponds to the
amount of toner in consumable 322 actually used in processing a
given document job. In this manner, the customer is charged print
units only for consumable products 322 obtained via the account
program, and the account manager system 104 thus facilitates
continued document processing operation for the customer while
tracking the usage of non program consumables 322 present in the
registered devices 320. In this regard, consumables 322 may include
any form of material, component, etc. that is replaceable in a
document processing device 320 such as toner, and may be without
limitation a fusing unit, imaging unit, transfer roller, and so
forth.
[0081] In other situations, the selective validation/authorization
functionality of the account manager system 104 can be used to
control document processing device operation by selectively
reducing the number of print units available to a given printer
device 320 to zero or to some other threshold value in order to
effectively disable the device 320 as a control mechanism. In this
regard, the devices 320 are generally already configured to stop
working (in whole or in part) when their applied remaining print
units value 323e (FIG. 4) goes to zero or some other predefined
value, and the account manager system 104 can use this device
operation as a control mechanism to prevent and/or inhibit the use
of non program consumable products 322 within the devices 320. It
is further noted that the consumable ID information obtained by the
device 320 may be constructed so as to include a flag or other
indicator of whether or not the consumable 322 was initially
shipped by a manufacturer in accordance with a particular prepaid
program account. In this fashion, the handshaking between the
device 320 and the account manager system 104 may include this
information directly or indirectly in the generated transaction
code and/or the validation thereof in order to facilitate timely
authorization from the account manager system 104 upon installation
of a new consumable 322 into a given document processing device
320.
[0082] The process 1000 of FIG. 17 is further useful in identifying
and controlling unauthorized usage of program consumables 322 when
one or more prepaid accounts are terminated. In this regard, a
customer 300 may initially participate in a prepaid program for one
or more document processing devices 320, but at some point may
determine that document processing usage no longer justifies the
continued participation in the program. In many such situations,
consumable products 322 within one or more devices 320 will have
significant remaining useful life (e.g., the consumable 322 is not
yet depleted). In this case, the customer may chose to refrain from
returning the unused consumable 322 to the program
operator/manufacturer, and may instead attempt to install
non-depleted consumables 322 into another document processing
device 320 that remains active in the prepaid program. In this
situation, the device 320 into which the consumable 322 is
installed will ascertain the consumable ID information (e.g. from a
CRUM memory 322c in the consumable 322) generate a transaction
code, and forward this to the account manager system 104.
[0083] The account manager system 104, in turn, will note the
invalid pairing of the consumable 322 with the program device 320,
and will notify the customer of the unauthorized attempted usage of
the consumable 322. At this point, moreover, the account manager
system 104 can advantageously notify the customer 300 that the
installed consumable 322 was formerly part of the prepaid program,
and indicate to the customer (e.g. via the user interface 329 of
the device 320 and/or via an agent 360 on a customer computer 330)
return processing instructions, which may remind the customer that
hold back provisions of the previously decommissioned program
account participation may be refunded to the customer upon return
of the consumable item 322 to the manufacturer/reseller. Thus, the
above described process 1000 provides a feedback mechanism to
further encourage customer participation in proper consumable
return programs, even when all or a portion of a customer account
has been terminated. An alternative to return of one or more
consumables 322 with remaining life is for a customer to provide
payment for the unused portion of life remaining, in which case,
upon validation of the arrangement, provision would be made for the
consumable product 322 to maintain functionality via the account
manager system 104 which would thereafter validate pairing of the
`purchased` consumable 322 with a device 320.
[0084] Referring now to FIGS. 18-20, FIG. 18 illustrates further
details of the exemplary customer agent 360 in the customer
computer 330a, which provides a system for creating consumable
orders and/or for verifying usage of consumables from approved
sources in one or more document processing devices 320 registered
to an account managed by the account manager system 104. The order
generation concepts illustrated and described below with respect to
the agent 360 may be implemented in association with devices 320
operative based on applied print units as described above, as well
as with devices 320 that do not operate on an applied print unit
basis. In one exemplary implementation, the agent and components
thereof may be an application program installed to execute on the
customer computer 330a or may be implemented as hardware,
processor-executed software, firmware, etc. on any
hardware-inclusive platform having at least one processing element
330 operatively coupled with a network (e.g., customer network 302)
to communicate with at least one document processing device 320 via
the network 302. The agent 360 includes a consumable monitoring
component 362 operable by the computer 330 to receive electronic
reports from one or more document processing devices 320 via the
network 302 and to determine whether a particular document
processing device 320 needs or will soon need a replacement
consumable 322 based at least partially on the electronic reports.
In certain implementations involving print unit operated devices
320, the monitoring component 362 ascertains consumable supply
levels via TPUU information sent by the devices 320. In other
examples, the component 362 of the agent 360 receives dedicated
messaging from the devices 320 reporting consumable supply levels
and/or consumable status information from which the component 362
determines whether a replacement consumable 322 is or will soon be
needed for a particular reporting device 320. The consumable
monitoring component (362) in certain embodiments also receives
print consumption information from the electronic reports and
updates the account manager system 104 with device print
consumption information, which the account manager 104 can then use
to ascertain whether or not the customer is in compliance with
minimum usage requirements established for incentive eligibility
for a given account.
[0085] The agent system 360 in certain embodiments also includes an
order generation component 364 operable by the processing element
of the computer 330 to selectively prompt a user to place a
proposed order for a replacement consumable 322 based on the
determination of the consumable monitoring component 362. In the
illustrated example, moreover, the order generation component 364
renders order prompting content 366 associated with a particular
reseller 200 when prompting the user to place a proposed order for
a replacement consumable 322, and is operative to allow the
particular reseller 200 to provide and/or modify the order
prompting content 366. The prompting content 366 provides an
indication of a particular reseller 200, such as logos or other
identifiers. In this regard, the agent 360 may locally store
prompting content 366 for more than one different resellers 200 for
selective rendering to the customer, and the order generation
component 364 employs content 366 for a particular reseller 200 for
each proposed order prompting such that the user's ordering process
is tailored to the reseller 200 with which the customer normally
interacts for ordering the particular consumable item 322 needed.
The order generation component 364 is also operable by the
processing element 330 to allow the user to modify the proposed
order in certain embodiments, for example, to add ordered items,
modify proposed order items, change quantities, to select shipping
options, and to generally adjust any order parameters normally
selectable by the user in placing an order. Once the user has
chosen to proceed with a proposed or modified order, the order
generation component 364 provides corresponding order information
to the account manager system 104 via the network 302 for placing
an order for a replacement consumable 322. In practice, the account
manager system 104 can then process the order, typically in some
form of cooperative arrangement with the pertinent reseller 200,
with the consumable product(s) 322 being shipped to the customer
200 from a consumable manufacturer 370 (FIG. 18) or distributor 372
under the direction of the account manager system 104.
[0086] In operation, the system 360 provides timely notice to the
customer of the need for upcoming consumable orders and arranges
the necessary ordering details in a reseller-tailored presentation
for easy acceptance, without the need for intervention or oversight
by personnel of the account manager operation, the reseller 200,
manufacturer 370 or of the distributor 372. This system 360 also
helps prevent the customer having to pay expedited shipping costs
normally incurred when the customer waits until a consumable supply
is depleted before ordering, and lets the end customer operate
their business activates without having to store and manage an
inventory of replacement consumables 322 and without having to
monitor consumable supply levels in devices associated with an
account. In addition, the provision of reseller-specific prompting
helps maintain and enhance pre-established customer relations with
their reseller 200.
[0087] FIG. 19 depicts an exemplary method 1100 for generating
consumable orders for document processing devices 320 which may be
implemented in the customer agent system 360, for example, on a
customer computer 330a as shown in FIG. 18 above. The method 1100
includes communicating with at least one document processing device
320 via a network 302, in which the agent monitors consumable
levels and/or related status indications of devices 320 at 1101 in
FIG. 19, such as by receiving electronic reports via a network 302
including TPUU values or other information from which a
determination can be made as to whether a particular device 320
needs or will soon need a replacement consumable 322. Using a
customer computer 330, the agent 360 prompts the customer at 1102
(e.g., via a display screen or interface of the customer computer
or an interface 329 of the device 320 with a proposed order for one
or more replacement/replenishment consumables 322, preferably using
content rendered according to a particular reseller 200 associated
with the customer. The user is thus selectively prompted at 1102 to
place a proposed order if the particular document processing device
320 needs or will soon need a replacement consumable 322. At 1103,
the customer can selectively approve or reject the order proposed
by the system 360, or may modify one or more order parameters. A
determination is made at 1104 as to whether the customer has
approved of a proposed or modified order, and in response to a user
choice to proceed with an order (YES at 1104), the process 1100
includes using the customer computer 330 to provide order
information at 1105 to the account manager system 104 via the
network 302 for placing an order for a replacement consumable 322.
At 1106, the account manager system 104 automatically causes the
order fulfillment and shipment of the consumable 322 to the
customer, whether directly, or indirectly including selective
involvement by pre-arranged business relationships with the
distributor 372 (FIG. 18).
[0088] The agent system 360 can thus monitor the networked document
processing devices 320, for example, through SNMP to determine if a
consumable supply is low. This leads to the customer receiving a
message, such as an email from the computer 330a or other prompting
to facilitate timely ordering of replenishment supplies, with the
order being automatically processed once the customer accepts a
proposed or modified order. In some implementations, if the user
accepts the proposed order, a single-click type order processing
operation is achieved such that the user need not spend any excess
time. Moreover, the customer experience is tailored according to
the specifics of the reseller, so that the customer can confidently
interact with a known source for ordering supplies. In one
implementation, the agent system 360 is implemented by the customer
installing an agent application 360 onto their computer 330a, which
can be done as part of the initiation of a management account with
the customer, along with purchase/lease of one or more registered
devices 320 as described above. The reseller will interact with the
account manager system 104 to establish arrangements for
monitoring, pricing, definition and modification of rendered
content 366, etc. The reseller 200 may also specify or select a
distributor 372 for handling such orders from a set of distributors
approved by the account manager system 104, and may specify
selection criteria between multiple approved distributors 372 to
handle inventory level decisions when a customer decides to place
an order. The manufacturer 370 of a given consumable item 322 may
sell supplies to distributors 372 with the distributor 372 then
shipping the product 322 to the customer. The reseller 200,
moreover, can interface with the account manager system 104 with
establishment of a reseller account and the resellers 200 can thus
select account manger approved distributors 372 they want to work
with and can set their pricing in the system 104. The customer thus
essentially sees what the reseller 200 has set up for consumable
ordering via the reseller-branded client tool provided by the agent
360 that resides on the customer computer 330a.
[0089] When the customer agrees to a proposed/modified order, the
agent 360 sends the order information to the account manager system
104, which then sends an order to the reseller 200. The reseller
200 can review and approve the order, and may selectively pass that
order through the account manager system 104, which then relays the
approved order to the distribution channel that was selected by the
reseller 200. If a first distributor 372 is out of stock, the order
is sent to a second selected/approved distributor 372 if the
reseller accounts are thus defined. In one possible scenario, where
the resellers 200 do not hold inventory, the manufacturer 370 or
distributor 372 may directly ship the ordered item 322 to the
customer. The customer payment, moreover, can be pre-arranged
(e.g., credit account) through the account manager system 104, for
instance, with a merchant ID parameter indicating the selected
reseller 200, whereby the agent 360 and the account manager 104
provide a value add service to the reseller 200.
[0090] Referring now to FIGS. 18 and 20, in certain embodiments,
the consumable monitoring component 362 is operable by the customer
computer 330a to determine whether a given device 320 is using a
non-program consumable 322 based in whole or in part on the
electronic reports received from the devices 320, and to notify the
account manager system 104 via the network that the device 320 is
using a non-program consumable 322 from a source not associated
with the customer account. In this manner, the account manager
system 104 can oversee the eligibility of the customer for program
incentives or offerings contingent upon the customer purchasing
consumable supplies 322 only from certain program-approved sources
(e.g., "program consumables"). This operation is shown in the
method 1200 of FIG. 20, which may be implemented by the agent
system 360. The method 1200 includes establishment at 1201 of a
customer account which specifies one or more incentives to the
customer contingent upon the customer using program-consumables 322
for one or more specified devices 320, and registration and
provisioning of one or more program devices 320 at 1202. In certain
implementations, the customer account may offer one or more program
incentives for minimum device usage (print consumption) in a
specified time period, which provisions are established at
1201.
[0091] At 1203, the agent 360 on the customer computer 330a
communicates with at least one document processing device 320 via a
network 302 and monitors the consumables 322 thereof, such as by
receiving electronic reports from the device 320 via a network 302.
The monitoring at 1203, moreover, includes determining the source
of the consumables 322, for example, by obtaining consumable ID
information 322id from a CRUM memory 322c read by the host device
320 (FIG. 18), and/or by the device 320 prompting the customer for
entry of consumable ID information upon installing the consumable
322, and/or by the device otherwise ascertaining whether or not the
consumable 322 is from an approved source, such as by detecting the
presence or absence of certain structural elements of a consumable
(e.g., solid ink stick) or other suitable technique from which the
device 320 determines the propriety/acceptability of the consumable
322 for purposes of customer compliance with account/program
incentive conditions. The reports (or other electronic reports from
the devices, whether prompted or initiated by the devices 320, may
also include data or information indicating print consumption,
which is received by the agent 360 at 1203, with the agent updating
the account manager system 104 with device print consumption
information. In some embodiments, the account manager system 104
determines at 1203a whether a given device 320 or predefined group
of devices 320 have not met a predetermined threshold amount of
print consumption in a predetermined time period, and if not,
updates the account information 110 to indicate the customer no
longer qualifies for one or more incentive benefits conditioned
upon minimum print consumption parameters for a given account.
[0092] At 1204, the agent 360 determines whether a consumable 322
in the particular document processing device 320 is from a source
not associated with the customer account based at least partially
on the electronic reports from the device 320. If the consumable
source is an approved source (NO at 1204), the monitoring continues
at 1203. Otherwise (YES at 1204 indicating that the device 320 is
using a consumable 322 from a source not associated with the
customer account), the agent 360 uses the customer computer 3301 to
selectively notify the account manager system 104 via the network
302 at 1205 that the particular document processing device 320 is
using a non-program consumable 322. In certain embodiment, the
process 1200 further includes warning the user at 1206 that
continued usage of the consumable 322 from a source not associated
with the customer account may void eligibility for at least one
program incentive, such as via an email or other notification via
the customer computer 330a. At 1207, the account manager system 104
updates the account information 110, such as by selectively
changing the customer's eligibility for specified single source or
approved source consumable incentives 110a (FIG. 18). Any
enforcement actions can be taken by the account manager system 104
according to the conditions arranged with the customer, wherein the
account manager system 104 may notify the customer (e.g., via the
agent 360) that the situation must be remedied within a certain
time period (e.g., such as by replacing the non-program consumable
322 with a program-consumable 322) to retain (or regain)
eligibility for the incentives 110a.
[0093] In accordance with further aspects of the present
disclosure, a non-transitory computer readable medium or media is
provided, such as a computer memory, a memory within the server 100
or other computer-accessible memory such as a CD-ROM, floppy disk,
flash drive, database, server, computer, etc. which has computer
executable instructions for performing one or more of the processes
disclosed above.
[0094] The above described examples are merely illustrative of
several possible embodiments of the present disclosure, wherein
equivalent alterations and/or modifications will occur to others
skilled in the art upon reading and understanding this
specification and the annexed drawings. In particular regard to the
various functions performed by the above described components
(assemblies, devices, systems, circuits, and the like), the terms
(including a reference to a "means") used to describe such
components are intended to correspond, unless otherwise indicated,
to any component, such as hardware, processor-executed software or
firmware, or combinations thereof, which performs the specified
function of the described component (i.e., that is functionally
equivalent), even though not structurally equivalent to the
disclosed structure which performs the function in the illustrated
implementations of the disclosure. In addition, although a
particular feature of the disclosure may have been disclosed with
respect to only one of several embodiments, such feature may be
combined with one or more other features of the other
implementations as may be desired and advantageous for any given or
particular application. Also, to the extent that the terms
"including", "includes", "having", "has", "with", or variants
thereof are used in the detailed description and/or in the claims,
such terms are intended to be inclusive in a manner similar to the
term "comprising". It will be appreciated that various of the
above-disclosed and other features and functions, or alternatives
thereof, may be desirably combined into many other different
systems or applications, and further that various presently
unforeseen or unanticipated alternatives, modifications, variations
or improvements therein may be subsequently made by those skilled
in the art which are also intended to be encompassed by the
following claims.
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